My new Charge 5 gets hung up on the ECG app “place your thumb and forefinger…”

[LornaDune]

My new Charge 5 gets hung up on the ECG app “place your thumb and…” page. The 2 blue lines keep blinking. I’ve tried restarting, removing and reloading the ECG app several times. There is no plastic covering on the tracker and all the other apps seem to work. What can I do?? This app was the reason I “upgraded” to a Charge 5!

[DavideFitbit]

Hi, it's good to see you visiting the community forums for the first time, @LornaDune. 

Thanks for the details provided about this inconvenience with your Charge 5 and about the troubleshooting steps that you already tried.  

Before considering other options, please make sure that you've tried restarting the device using the charging cable, instead of the restart option available on the device's settings: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. If the device doesn’t restart, wait 15 seconds to try again.

If the issue persists, you can also try setting up your Charge 5 as a new device in your account.